Vice President, Customer Experience – Higher Education

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $160k - $180k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Honorlock

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🔐 Security

🤖 Artificial Intelligence

Education • Security • Artificial Intelligence

Honorlock is an online proctoring service provider that ensures exam integrity through a combination of live proctors and AI tools. The platform is designed to protect the integrity of online exams, blocking AI tools, detecting cell phones, and providing actionable analytics for educational institutions. Honorlock integrates seamlessly with various learning management systems, offering 24/7 live support and scalable, affordable solutions for higher education, professional education, and faculty who seek a reliable and user-friendly proctoring tool. Honorlock's unique features include BrowserGuard, Search & Destroy, and Live Pop-In, which together ensure a secure testing environment while maintaining user privacy.

📋 Description

• Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio. • Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities. • Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities. • Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth. • Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics. • Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility. • Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates. • Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations, or a related field (or equivalent practical experience) • 7+ years of experience in Customer Success, Customer Experience, Account Management, Renewals, Revenue Leadership, or related customer-facing leadership roles. • 5+ years leading customer-facing teams, preferably in SaaS, EdTech, higher education technology, or enterprise software. • Proven success driving retention, renewals, expansion, customer health improvement, and customer value realization. • Strong understanding of higher education institutions, including academic leadership, procurement, IT, faculty adoption, student experience, and institutional decision-making. • Experience building scalable customer success processes, renewal motions, account planning frameworks, and performance management systems. • Demonstrated ability to coach teams on executive communication, commercial conversations, customer strategy, and proactive account management. • Strong cross-functional leadership skills with the ability to influence Sales, Product, Support, Finance, Legal, Marketing, and Executive Leadership.

🏖️ Benefits

• Unlimited PTO • Remote-first company • Choice of company-issued laptop • Healthcare benefits • Company matched 401k